Customer feedback meetings are crucial, even if they are outdated they are still the way to find out more about your users and your product. There is simply nothing better than a face-to-face conversation when it is done to take feedback from users, despite the fact that many businesses want to automate as much as possible, including how they gather and evaluate customer feedback. Even though those are faces on screens!
The data gained through client feedback sessions is crucial for ensuring that product strategy and product development remain on track, therefore product managers should make them a regular component of their work. Great product development is possible only with the help of a good product feedback management tool. Customer feedback is a crucial tool for product development because it guarantees that you’re genuinely addressing customer concerns rather than just producing features.
How to run a customer feedback session as a product manager?
Below is the list of tips that will help you run the customer feedback session from the product manager.
Conducting the session one by one
I believe you get better feedback when each session is simply one individual. The participant is speaking independently, unaffected by the opinions of others or groupthink. The one to one talk is special if you are trying to understand the approach of the consumers.
Run 3-5 sessions to understand the segment more clearly
On every customer segment, you should organise 3-5 feedback sessions. The following are some examples of various customer segments:
– clients of yours
-potential clients in a new target market
-customers of your rivals
Three to five sessions per group will yield a great deal of knowledge and a very well-rounded perspective.
Avoid asking the leading question
Avoid asking leading inquiries because it’s simple to have your assumptions confirmed rather than discovering new information from your consumers. Instead, use open-ended questions. Let them speak.
Be careful not to repeat or insert anything that they have already said. After that, it will be simple for the interviewee to ignore the current question and concur with your assertion. Check out how to conduct customer interviews properly for more information.
Keep the cadence regular
Adapt the procedure to conduct these consumer feedback sessions. Run them frequently. Whatever rhythm works for your team, whether it be every week, every month, or every sprint. You don’t have to wait for a notable deployment or a distinctive feature. You can always test something and gain knowledge from it.
Product managers should generally meet face-to-face with clients for a few hours each week. It’s not have to be a customer discovery call; it could simply be a casual discussion on a pressing issue.
In summary, make room for it. If you incorporate it into your process, it will occur and you’ll continuously gain knowledge from it. If you don’t plan for it, it won’t happen, and your calendar will only become full of meetings for other people.
Who should join the customer feedback session?
When it comes to feedback meetings, product managers should take the initiative. However, depending on what you’re testing, additional team members could want to or even should join. Here is a list of possible candidates for those positions:
- Product owner
- UX Researcher
- Customer Success managers
- Developer
Tips to handle results from the customer feedback session
The feedback session is just halfway over. The second half involves documenting and informing the team of these findings.
In general, there are many approaches to manage consumer feedback. However, the following three procedures will help you handle the outcomes of client feedback sessions:
1. Record the entire session properly
2. Analyze the data your collected
3. Reports the outcomes to the team
